The player from Germany had requested a withdrawal of 250 euros from Sunmaker after being verified but faced issues when the casino asked for proof of the source of funds following a login discrepancy recorded in Gibraltar. Since her inquiry about the withdrawal, she had received little communication, causing frustration over the uncertainty of her funds. The Complaints Team had made multiple attempts to contact the casino for assistance but received no response.
Sunmaker Casino - Player's withdrawal is delayed due to account issue.
Black points: 50
Amount: €250
Sunmaker Casino
Safety Index:Very highSafety Index
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9.3
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 month ago
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2 months ago
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Hello. Just a brief note: I rarely play at Sunmaker anymore. But when I do, I really enjoy it. I like the games, the design, and since it was the very first casino I registered with years ago, I feel attached to it. 😀
Now, on September 30th, I requested a withdrawal of 250 euros. I have been verified. However, after I asked on the same day if there was anything else I needed to do, Sunmaker still asked for proof of the source of funds. I provided this to Sunmaker immediately. About two days later, I inquired if there was a problem with the withdrawal, and aside from standard reassurances, I was told there was a discrepancy—apparently, a login from Gibraltar was recorded. This is not allowed. They asked if I had an explanation for this. I replied that I had no explanation, as I had neither used a VPN nor left Germany. However, I did mention that I occasionally use Vodafone's home/hotspot internet.
Since then, I've been continuously given the runaround. I was told it's a routine check being conducted by another department. Since Thursday, I haven't received any response at all. I believe I have always been polite. Does anyone else know of a similar case? It's a bit frustrating. It's not a huge sum, but you look forward to it and are left hanging without a deadline.
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2 months ago
Dear TanjaKoe,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Has the casino specified how many logins from Gibraltar have been recorded on your account? Were there any games played during these sessions?
Could you please confirm if the casino accepted your source of funds document during the verification process?
Lastly, when was the last time you communicated with customer support, and what was the topic of your conversation?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
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Hello Veronika.
I have been verified with sunmaker for a long time. I have been registered for over 10 years. What was new - but I know that licensed casinos sometimes ask (have to?) for the most impossible things - was that they asked for proof of the source of money (salary, etc.). And that only the following year after I wisely asked whether I had anything else to show. In general, I have the feeling that if I didn't keep asking, I wouldn't get any information about the status quo. The proof was accepted. The very next day. And to be sure, I asked support whether anything else was needed. This was denied. Everything was complete. I only found out that there was a log-in from Grbralta two days after requesting the withdrawal, when I asked whether there was any problem. Since then, I have only ever received standard answers that it was just a routine check. But this is carried out by another department that customer service has no access to. My messages would be forwarded there. I have always remained friendly, but I have let my growing skepticism be heard. Since Friday I have not received any response. Yesterday I wrote again that I have submitted a complaint to you because of my uncertainty. This too remained unanswered.
As far as I understand it, it is a log-in from Gebralta. I am not aware of any fault. I know that it cannot fail due to a duplicate account or something similar.
Strangely enough, I haven't found anything similar anywhere on the Internet.
I would be really happy if everything would be resolved amicably. I just wanted to have a bit of fun on the platform... and not so much trouble.
Best regards. And thank you for your reply
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2 months ago
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following years = following day
(Sorry; errors in the text are due to the word recognition on my phone)
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2 months ago
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Maybe you can help me in this respect: do you have experience with similar cases? Is it normal to wait 2.5 weeks and for over a week of that no answers to my questions? Best wishes and thank you in advance
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2 months ago
Thank you very much, TanjaKoe, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you TanjaKoe for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Sunmaker Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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2 months ago
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OK. Thank you very much. I'm not really familiar with the procedure for complaints here.
Somehow I don't seem to be getting anywhere.
If you need any further information or email threads, I would be happy to add them.
Otherwise: Thank you for your interest and have a nice evening.
greeting
Tanja
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1 month ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the eCOGRA - alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the MGA (Malta Gaming Authority) and has better options and tools to help players. The next step would be contacting the MGA itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own (peter.c@casino.guru). I wish I could be of more help.
Kind regards,
Peter
